Junior L2 Technical Support Specialist for CRM Team

Location: Anywhere

About the Position

GR8_TECH builds B2B iGaming platforms for operators who play to lead. We deliver full-cycle, high-impact tech designed to scale - from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions.

With 1000+ GR8 people across locations and time zones, we don’t just ship technology - we help operators build success stories across brands, markets, and geos.

Our ambition drives us. Our people make it real.

If you’re a challenger in spirit and a champion in action - join us.

Why this role exists:

This role exists to ensure the technical reliability of our Engagement-CRM platform for B2B operators. You’ll help us maintain high service quality by performing initial request reviews, diagnosing technical issues using logs and admin panels, and guiding clients on correct system configurations using ready-made runbooks.

Responsibilities

• B2B Core Operations & Engagement-CRM Handling

  • Process incoming tickets: Receive and review requests from operators' teams regarding incorrect behavior or issues in the Engagement-CRM system.
  • Verify system data: Check user data, activity statuses, campaign parameters, and system details in the platform's internal admin panel.
  • Advise support lines: Guide related support teams and operators on standard configuration settings within Engagement-CRM.

• Initial Troubleshooting & Escalation

  • Isolate incidents: Search logging systems (Kibana/OpenSearch) using ready patterns (such as user ID or activity ID) to find root causes.
  • Inspect frontend & delivery: Use Browser DevTools (Network and Console tabs) to identify user-side errors and verify notification delivery statuses across internal and external panels.
  • Prepare complete escalations: Collect essential technical details (identifiers, logs, screenshots, error codes) and transfer verified software defects to Middle-level engineers.

• SLA & Quality Focus

  • Meet B2B SLAs: Ensure full compliance with internal and external response and resolution time targets for all assigned tickets.
  • Maintain ticket accuracy: Verify data and fill out all mandatory fields before moving tasks to the next support tier.
  • Explain technical errors: Translate complex system errors into simple, understandable language when communicating answers to clients.

• Knowledge Base Contribution

  • Update runbooks: Keep simple, step-by-step diagnostic instructions and runbooks up to date for the L1 support team.

Requirements

Must-have

• B2B support experience: 2+ years in technical support, customer service (B2B), or operating product platforms using ticketing tools like Jira, Jira Service Management, or ServiceNow.
• Log searching basics: Practical skills in searching logs (Kibana/OpenSearch) using basic identifiers (user ID, activity ID).
• Web & API understanding: Basic knowledge of REST API principles (requests/responses, standard 4xx/5xx HTTP error codes).
• DevTools & channel knowledge: Experience using Browser DevTools (Network and Console tabs) and a basic understanding of notification delivery gateways (push, SMS, email).
• Support lifecycle awareness: Understanding of multi-tier support workflows, incident triage, and SLA deadlines.
• Attention to detail: Strong focus on identifying data mismatches in numbers, currencies, and system logs under tight deadlines.
• Languages: Intermediate English (B1–B2) for technical documentation and internal notes; fluent Ukrainian or Russian for daily communication.

Nice to Have

• Practical experience working in a runbook-driven environment with clear checklists.
• Foundational awareness of how bugs are logged and tracked within the Software Development Lifecycle (SDLC).
• Experience writing simple, step-by-step technical guides or runbooks for junior support tiers.

We Offer

• Benefits Cafeteria - annual budget you allocate to: Sports • Medical • Mental health • Home office • Languages.
• Paid maternity/paternity leave + monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, emergency time off.
• Remote-first + tech support + coworking compensation.
• Team events (online/offline/offsite).
• Learning culture with internal courses + growth programs.

About the Company

GR8_TECH culture is how we win - through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back.

FUELLED BY TRUST: we’re open, honest, and have each other’s backs.

OWN YOUR GAME: we take initiative and own what we do.

ACCELER8: we move fast, focus smart, and keep it simple.

CHALLENGE ACCEPTED: we grow through challenges and stay curious.

BULLETPROOF: we’re resilient, ready, and always have a plan.

Apply Now

Be a part of GR8 Team

At GR8 Tech, you're a vital part of a groundbreaking community in the iGaming industry. Join Us. Do Great Work.

Apply now

Get Ready for GR8 Benefits!

Working at GR8 Tech means being part of a winning team. In addition to vacancies and jobs, we offer our employees a comprehensive benefits package designed to keep them in top form professionally and personally.

• Childcare Support: Payment for courses, education, and childcare within the budget to support the child's development.
• Corporate Life Insurance: Work in a company where we provide robust corporate life insurance, so you and your loved ones have peace of mind, whatever twists and turns life may take.
• Benefit Cafeteria: Health and Wellness Coverage, Fitness Compensation, Home Workspace Organization.
• Professional Growth Opportunities: Educational events, Participation in tech and business conferences, Assistance in publishing articles in leading specialized publications and blogs.
• Time Off and Special Leaves: Vacation and additional special days, Sick leaves, Emergency leave, Public Holidays, Maternity/Paternity leave.
• Relocation Boost: Embark on a new professional journey with our relocation program!

Ask your recruiter about additional benefits in the current region

Want to explore more?

• Media: Stay up-to-date with our press releases and media coverage. Discover the latest news and updates about GR8 Tech!
• Events: Keep informed with the latest iGaming events and conferences. Mark your calendars and be part of the conversations driving iGaming forward!

Solutions

• Hyper Turnkey
• Crypto Turnkey
• Light White Label
• GR8 Sportsbook
• Infinite Casino Aggregation

Platform

• GR8 Tech Platform
• GR8 Tech AI
• Sportsbook
• Sportsbook iFrame
• Sportsbook API
• Casino
• CRM
• Payments Gateway
• PAM
• CMS
• Affiliate platform

Company

• Careers
• Events
• Media
• Success Stories
• Newsroom

Resources

• Blog
• Guides
• Video Tutorials
• Glossary
• Sports Catalog
• Casino Providers Catalog
• Casino Games Catalog
• Knowledge Hub
• Acceler8 Lab

Contacts

• [email protected]
• Spyrou Kyprianou Ave 120, Limassol, Cyprus

GR8 Tech operates solely as a B2B software service provider within the iGaming industry, and as such, does not offer or operate direct gambling services to consumers on this website.

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